Bad experience this week...Buyer beware!

[Nuuze]

I just got back into the reef hobby recently and thought I'd give Marine Depot a shot.

My first order was $1,300+; of the items was a American Marine pH monitor kit and Rainbow thermometer. Well before I received it I decided to get a Neptune Aquacontroller Jr instead since I needed something to controll the tank lights. So I called Marine Depot for a possible exchage for something that costs more. Even though I did not open the units after taking them out of the shipment box and shipped them back the very next day they would not waive the 10% restocking fee.

Part 2 - I received the Neptune Aquacontroller Jr yesterday as a part of my second order of $400. After reading the maual and connecting all the plugs I power it up, before I made it to programming my second set of lights the "UP" button starts sticking and making the menus go crazy. So this morning I had to leave for work early so I asked my wife to call. Instead of getting an option to exchange the unit she was given the number to Neptune Systems...What ever happened to 30 guarantee?!? This unit was bad from the box!

Thank goodness the support call with the Neptune folks was Awesome! (Thanks Curt!) They are sending me a replacement overnight and my wife sent the bad unit back today.

So I guess I may as well make my big purchases through the manufactures themselves in the future instead of going through the middle man...

 

[xtrstangx]

Part 1: They still have to restock whatever you sent back in, whether or not you've opened the box. Did they charge 10% on the whole $1300 or just the things you returned?

Part 2: Marine Depot usually does this, as well as a few other websites.

 

[Nuuze]

Just the 10% on what I returned...

 

[MJAnderson]

The restocking fee is stated right when you buy the item. Can't really fault them there.

MD has a 21 day guarantee. It's not uncommon to get referred back to the manufacturer as they can't be experts on every item, especially something as complicated as that controller. There could have been an easy solution to the problem.

 

[vijaym85]

Foster and Smith don't charge restocking..

 

[xtrstangx]

<a href=showthread.php?s=&postid=8022706#post8022706 target=_blank>Originally posted</a> by Nuuze
Just the 10% on what I returned...

Thats not unreasonable at all.. if they bent their policies for you, what keeps them from having to bend it for everyone?

vijaym85, Drs F&S doesn't carry such a nice selection as Marine Depot (or any decent equip for that matter)

 

[jerryc]

Thats not unreasonable at all


To me it is if its on a in stock item.. If spacial order no its not
Iv been in business for 30 years and never have and never will charge for restocking a unopened in-stock item

 

[RobbyG]

I think 10% on an item is completely unfair.

Common sense should be used when doing this kind of thing, that's why some stores say "Returns at Management Discretion"

I love Marine Depot, I have had good experiences with them but someone in management should take a closer look at this no 30 day policy, at the very least they could have called Curt and had Curt call the customer. That would have been a bit more professional than telling him to call the Manufacturer directly on a DOA item

<a href=showthread.php?s=&postid=8124238#post8124238 target=_blank>Originally posted</a> by xtrstangx
That's not unreasonable at all.. if they bent their policies for you, what keeps them from having to bend it for everyone?

vijaym85, Drs F&S doesn't carry such a nice selection as Marine Depot (or any decent equip for that matter)

 

[Nuuze]

I would of been more satisfied with that. At least then it would of showed that the customer is not left hanging.

<a href=showthread.php?s=&postid=8140547#post8140547 target=_blank>Originally posted</a> by RobbyG
I think 10% on an item is completely unfair.

Common sense should be used when doing this kind of thing, that's why some stores say "Returns at Management Discretion"

I love Marine Depot, I have had good experiences with them but someone in management should take a closer look at this no 30 day policy, at the very least they could have called Curt and had Curt call the customer. That would have been a bit more professional than telling him to call the Manufacturer directly on a DOA item

 

[xtrstangx]

<a href=showthread.php?s=&postid=8140547#post8140547 target=_blank>Originally posted</a> by RobbyG
I think 10% on an item is completely unfair.

Common sense should be used when doing this kind of thing, that's why some stores say "Returns at Management Discretion"

I love Marine Depot, I have had good experiences with them but someone in management should take a closer look at this no 30 day policy, at the very least they could have called Curt and had Curt call the customer. That would have been a bit more professional than telling him to call the Manufacturer directly on a DOA item

10% is a bit much, but before you purchase from them you should read their policies and know that they will charge that 10% on returns. Its not like they hide it.

 

[tigerarmy40]

wow! that sucks...policy or not, sometimes you just have to take care of your customer! I deal with this on a day to day basis and have to override the restoacking policy pretty regularly when a customer is planning on continuing doing business with us...

 

[PsychoKnight]

The guy spent $1300 on that order alone. The marine depot rep should have noted the large invoice the item was part of and referred the matter to management. Its not like the controller was the only thing he bought. You fork over premium money, you expect premium service. Its poor practice to p-off a customer who makes such a large total puchase, didn't open the item box, wants a more expensive model, and sends the unit back the very next day.

 

[donski]

Did you even attempt to talk with someone higher up??? As far as buyer beware, I've spent well over a thousand $ with Marine Depot and they have always been superb. If I make a mistake or change my mind I would expect to pay a restock fee if it is stated inthe return policy.

 

[Nuuze]

I didn't mind too much the restocking fee. I just felt brushed off when I called back a day after receiving the unit with the problem. I understand if I was using for some time before the button went bad then yes, I wouldn't of been upset having to call Neptune for support. But it was brand new out of the box...

 

[donski]

Ask for that persons name and then ask to talk to his manager or supervisor. Be polite and try not to be rude or mean. ( Thats the tough part) I would give them a call back.

 

[lakerfan]

HI Folks,

Thanks for the feedback. We have made changes to our processes so this no longer happens. Certain manufacturers, Neptune systems included, do wish to speak directly with the end users to resolve any problems with their product. While this is not the case with Neptune, if we take the item back we are often left with a loss on the item and vendors that do request this will usually take care of the customer like they did here.

Please let us know if you have any further questions or comments.

Ben
Director of Operations
www.marinedepot.com

 

[miwoodar]

Thanks for being a good company Marine Depot. You have always taken good care of me. I have only once had a hiccup with an order (not your fault but the maker's) and you handled it very well.

 

[owsi]

Remember any thing a retailer does in the name of customer service, the rest of us make up in mark up. Yes if defective, but if you changed your mind 10% is not unreasonable. MD has had me contact manufacturer in past too, always to my benefit, Tunze for one will send you a cool catalog and it cuts turn around time also.

 

[HDAlien]

I've dealt with MD on several orders, including one just today, they have been nothing but top notch, professional, friendly, and courteous every time I've called. Also, I second the kudos for speaking to a person!

HDAlien

 

[RobbyG]

Just wondering when you say "We have made changes" do you mean that you will waive the restocking fee in certain situations or are you talking about the customer having to contact the manufacturer directly for making an exchange on a DOA product.

<a href=showthread.php?s=&postid=8231981#post8231981 target=_blank>Originally posted</a> by lakerfan
HI Folks,

Thanks for the feedback. We have made changes to our processes so this no longer happens. Certain manufacturers, Neptune systems included, do wish to speak directly with the end users to resolve any problems with their product. While this is not the case with Neptune, if we take the item back we are often left with a loss on the item and vendors that do request this will usually take care of the customer like they did here.

Please let us know if you have any further questions or comments.

Ben
Director of Operations
www.marinedepot.com